Jon Charterina

E-service quality: an internal, multichannel and pure service perspective

This article contributes to the emerging e-service quality literature by adopting a different approach to the dominant focus in previous research. The work centres on the internal perspective of organisation, studies the pure service sector and subjects the personal sales channel and the Internet channel to joint examination. A new conceptual framework is proposed via an adaptation of the service pyramid model [Parasuraman, A. (1996). Understanding and leveraging the role of customer service in external interactive and internal marketing. Paper presented at the 1996 Frontiers in Services Conference, Nashville, TN], and employee-orientated internal marketing and technology-orientated internal marketing are analysed as integrated drivers of commercial performance, within the context of retail banking in Spain. The results suggest that both marketing activities constitute part of a coherent strategy that is geared towards making and meeting service promises, within a multichannel perspective, and is associated with high commercial performance.

The pool effect of dyad‐based capabilities on seller firms' innovativeness

Purpose – The main purpose of this paper is to analyze which relational resources and capabilities are determinant in fostering innovations and to what extent these innovations are relevant in achieving superior business results.Design/methodology/approach – The proposed hypotheses are tested in an empirical study carried out on a sample group of 106 Spanish companies from the sub‐industries of machine tool manufacture and manufacturers of machinery for specific industries, operating in a business‐to‐business context. Information was gathered by means of telephone interviews with sales, production or management representatives of machinery suppliers. Analysis of data was performed by means of partial least squares regression. The exchange of knowledge leading to shared learning, investments in idiosyncratic or relation‐specific assets, non‐specific complementary resources and capabilities, and dyad governance mechanisms are the analyzed factors.Findings – The results confirm that the existence of customer...

Types of embedded ties in buyer-supplier relationships and their combined effects on innovation performance

Purpose – This paper aims to analyze the impact of three types of embedded ties, namely, specialized complementary resources, idiosyncratic investments and knowledge sharing, on the innovation capacity of firms. It also examines the particularities of the machine-tool industry. Design/methodology/approach – The evaluation of the embedded buyer-supplier ties is based on the potential sources of relational rents proposed by Dyer and Singh (1998). It also draws on Uzzi and Lancaster (2003) and Noordhoff et al. (2011), among others, to discuss the positive and negative aspects of embedded ties. Using data from a survey of 202 European machine-tool firms acting as buyers and sellers, the study proposes and evaluates a structural equation model. Findings – Only knowledge-sharing routines exert a significant positive effect on product innovation performance. Neither an increase in idiosyncratic investments nor in complementary resources and capabilities enhances innovation performance. Moreover, knowledge-sharin...

Collaborative relationships with customers: generation and protection of innovations

Purpose This paper aims to discover the key elements for generating and protecting innovations based on the customer-supplier relationship in industrial sectors. Design/methodology/approach This exploratory qualitative study was performed using semi-structured interviews with chief executive officers and innovation managers of 22 industrial firms and institutions from the machine-tool industry. Findings Key forms of knowledge must be shared by the two agents. Producers have to obtain in-depth knowledge about customers’ needs and customers need knowledge on producer’s absorptive capacity. Producers distinguish between three types of customers: reference customers, necessary for innovations with greatest scope, clientes amigos or test users, required to test innovations currently being developed, and traditional customers, associated with incremental innovations. The traditional means of protecting innovations is a detailed contract between customer and supplier; and patents are used for innovations of greater technological scope, as a form of defense against third-party patents and as a signaling element of absorptive capacity. Originality/value The paper draws on the direct experience of executives from companies whose innovation is based on a close relationship with customers to answer questions to which the literature has yet to provide definitive answers: What sort of information to be shared is relevant for the generation of innovations? Are all customers equal or are there profiles that contribute more effectively to the development of innovations? What attitude and mechanisms are most effective for protecting the knowledge and competitiveness generated through knowledge sharing?

Mediation effects of trust and contracts on knowledge-sharing and product innovation: Evidence from the European machine tool industry

Purpose The purpose of this paper is to analyze the mediating role of contracts and trust on the generation of product innovations stemming from buyer-supplier knowledge-sharing (KS) among the members of the supply chain. Together with the individual effects of trust and contracts, their joint effect is examined in order to determine whether these are complementary or alternative mechanisms of safeguarding and control. Design/methodology/approach Drawing on a survey of 202 European machine tool firms acting as buyers and sellers, the authors propose and evaluate a structural equation model. Findings Results confirm that there is a positive relation between contracts and trust with respect to buyer-supplier KS, and of the latter with respect to innovation performance. They also show that firms in which both the levels of trust and contract use are high reinforce their product-innovation capability based on buyer-supplier interaction (complementarity thesis). However, results also show that, contrary to trust, contracts by themselves do not act as a stimulus for product innovation. Research limitations/implications Establishing contracts seems to be a highly recommended action in a buyer-supplier relationship focused on increasing innovation capacity. This does not go against engendering trust in a relationship. Both trust with a degree of formalization, in different ways, help to increase the effect of sharing valuable knowledge on innovation capacity. Originality/value To the authors’ best knowledge, no prior study has delved into differentiating the use of contracts and trust as mechanisms in mediating the effect originated from knowledge-sharing on product innovation performance with two different samples formed by buying and selling firms.

Automaker-supplier relationships and new product development in the truck industry: the case of Volvo do Brasil

Previous studies have focused on differences between western and Japanese approaches to supply chain network management techniques as regards NPD and relationship-specific ties. Based on in-depth interviews with senior managers at Volvo Trucks Brazil and two Spanish first tier suppliers, the aim of this research is to learn about the types of NPD collaboration ties used between Volvo and suppliers and to examine the supply chain network management techniques and routines used to intensify inter-firm collaboration and promote value-chain optimisation. One main finding of this research is that there is not one best buyer-supplier relationship style for NPD, but that relationships differ significantly depending on the degree to which the buyer relies on the capacity and technology possessed by each provider. Lower NPD frequency than in the car industry and the introduction of the Volvo production system in 2007 also make buyer-supplier relationships focused on NPD stronger in Volvo Trucks than in previously researched big car firms.